Service is our priority; we truly care about our customers. In total we offer 3 different service levels. By default we offer support according to Service Level 1 on applications we've developed. We always try to help our customers as fast and well as possible. We've got additional service levels for customers that require extra support, different services or 24/7-support. Service levels 2 and 3 are available for an additional fee.
Overview of our Service Levels
Below is a comparison of the most important aspects of our services levels. Specific agreements and details are described in our full Service Level Agreement. Please contact us if you have any questions or comments about our service levels.
| Service Level 1 | Service Level 2 | Service Level 3 | |
|---|---|---|---|
| Support by phone | |||
| Support by e-mail | |||
| Response time for support tickets | best effort | < 1 workday |
<1 workday |
| Availability support desk | Workdays between 9:00 and 17:30 | ||
| Emergency procedure | |||
| Response time for emergency tickets |
< 2 hours |
||
| Availability emergency service | 24/7 | ||
| 24/7 Monitoring | optional | ||
| Free support hours (per month) | 0 | 0,5 | 1 |
| Discount on support hours packages | |||
| Security Scan | optional | optional | |
| Monthly cancellation possible | n/a | ||
Full Service Level Agreement
You can download the most recent version of our Service Level Agreement via the link below. Currently the full service level agreement is only available in Dutch. An English version will be added soon.